New Research Reveals 75 Percent of Customers Still Favor Live Agent Support for Customer Service

By
BCStrategies
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12/06/2018 - 23:32

New research reveals that three-quarters of consumers prefer to have their customer service inquiries handled by a live agent over self-service options or a chat bot...

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Contact Centers, Technology, Healthcare, Dennis Fois, NewVoiceMedia’s Serial Switchers Swayed by Sentiment study

Evolve your Contact Center to an Omnichannel Experience, Encompassing Bots, AI

By
Blair Pleasant
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12/06/2018 - 09:42

Omnichannel contact centers, supporting all the available interaction channels, are quickly becoming requirements for many organizations and are key elements of...

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Unified Communication, Contact Centers

Vonage – Hitting the Trifecta

By
Blair Pleasant
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12/04/2018 - 12:02

One of the biggest company transformations I’ve seen in all my years as an industry analyst is Vonage, which held its inaugural industry analyst event in Scottsdale,...

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Collaboration, Infrastructure / Operations, Mobility, Unified Communication, NewVoiceMedia, Alan Masarek, Vonage Business, Nexmo, TokBox, Dennis Fois, Jay Patel

How Chatbots are Making Life Easier for Online Sellers

By
Patrick Foster
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11/30/2018 - 12:58

Chatbots have reached the mainstream in recent years due to technological advances that have made them practically useful. Today, many ecommerce businesses are using...

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Mobility, Unified Communication, Contact Centers, Unified Messaging (Email, Voicemail, SMS, Chat), Technology, chatbots

What Your Business Needs To Know About APIs

By
Victoria Greene
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11/30/2018 - 12:43

So if you’ve heard of APIs but never had a strong grasp of what they actually are — or why anyone would, or should, care about them — then you’re not alone. But they’...

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Mobility, Infrastructure / Operations, Unified Communication, Technology, Application Programming Interface (API)

Smooch - The Babel Fish of Texting

By
Michael Finneran
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11/29/2018 - 18:50

According to Warren Levitan, President and CEO of Smooch, they have developed a platform that can support a single API to a contact center or other customer service...

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Mobility, Unified Communication, Unified Messaging (Email, Voicemail, SMS, Chat), Contact Centers, Smooch, SMS, Rich Communications Service (RCS)

Your Journey to the Cloud: What to Look for in a UCaaS Service Provider

By
Dean Manzoori
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11/28/2018 - 16:15

The recent Unified Communications as a Service Magic Quadrant announced from Gartner predicts that 90 percent of IT leaders will no longer spend for new premises-...

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Unified Communication, UCaaS, Hybrid Cloud, Technology, workforce engagement management (WEM), workforce optimization (WFO)

Trends in Business Process Communications

By
Phil Edholm
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11/28/2018 - 15:40
In this Industry Buzz podcast, the BCStrategies Experts discuss trends in Business Process Communications, and in particular, what is changing.
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Infrastructure / Operations, Mobility, Collaboration, Unified Communication, Contact Centers, Collaboration Suites

The “Hidden” Value of UC Cloud Services

By
Stephen Leaden
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11/27/2018 - 15:26

Cloud-based Unified Communications models are now making the financial evaluation process less complex, as models used for cloud do not carry the same detailed bill...

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Unified Communication, AT&T Collaborate

Jabra Launches Evolve 65t, World’s First True Wireless Earbuds Engineered for Business Use

By
BCStrategies
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11/27/2018 - 14:36

The new edition to the market-leading Evolve range of professional headsets marks yet another engineering milestone for Jabra, as the pioneer of the world’s first...

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Unified Communication, Audio & Video Conferencing, Phones, Headsets & Hardware, Jabra Evolve 65t

New Kids in the Customer Interaction Management Space: Talkdesk

By
Nicolas De Kouchkovsky
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11/26/2018 - 17:38

On the heels of a large $100 million B-round, Talkdesk held its third customer and partner conference, OpenTalk. In seven years, the company established a name for...

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Collaboration, Unified Communication, Technology, Talkdesk, Artificial Intelligence (AI), Customer Interaction Management

Debunking Customer Service Myths – Understanding What Digital Consumers Really Want

By
Blair Pleasant
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11/21/2018 - 10:14

I encourage you to join me and Five 9 Director, Corporate Communications, Michael Rose in a webinar on Tuesday, December 4 at 11:00 am PT/2:00 ET. We’ll be discussing...

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Unified Communication

Zendesk Announces New Platform and Solutions

By
Robbie Pleasant
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11/19/2018 - 18:36

During Zendesk Relate 2018, Zendesk made several major announcements: the launch of Sunshine, a partnership with Amazon Web Services, and the launch of a new sales...

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Infrastructure / Operations, Unified Communication, Zendesk Explore, Zendesk Sell

BroadSoft Connections – Cloud, Calling, and Collaboration

By
Blair Pleasant
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11/19/2018 - 17:04

Mike Tessler, Cloud Calling & BroadSoft Business Leader at Cisco, kicked off the 20th anniversary of BroadSoft Connections, which was also the debut of the newly...

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Collaboration, Infrastructure / Operations, Mobility, Unified Communication

Intermedia Unite™ Drives Greater Mobility and Collaboration With New Chat Integration and Enhanced Mobile & Desktop Apps

By
BCStrategies
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11/19/2018 - 08:15

All-in-one cloud-based communications solution combines a full-featured phone system with chat, web/video conferencing, file sharing and more to power anywhere,...

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Collaboration, Unified Communication, Intermedia Unite

RingCentral Announces Products & Enhancements

By
Robbie Pleasant
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11/19/2018 - 08:05

RingCentral has released three new products and updates: RingCentral Engage Platform, RingCentral Connect Platform Program, and the RingCentral Unified Mobile App....

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Infrastructure / Operations, Unified Communication, UCaaS, Hybrid Cloud, Quality of Service (QOS), Professional Services, RingCentral Engage Platform, RingCentral Connect Platform Program, RingCentral Unified Mobile App

BroadSoft Connections – Thoughts on Being Better Together with Cisco

By
Jon Arnold
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11/16/2018 - 00:00

There has been no shortage of M&A activity in the collaboration space in the last year, and consolidation is a natural part of how markets evolve. Things just...

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Collaboration, Unified Communication, Broadsoft Connections

Phone Systems for the Increasingly Mobile Enterprise

By
Michael Finneran
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11/16/2018 - 00:00

AT&T’s Enhanced Mobile is a service that allows businesses the ability to go all-mobile, and still provide the type of customer interface and user experience...

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Mobility, Unified Communication

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